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With unrestricted access to FranklinCovey content, including training courses, tools, and resources available live, live-online, and on demand, you can now use FranklinCovey content to benefit your organization in a wide variety of ways.

FranklinCovey Speakers Bureau is the Hallmark of Thought Leadership. There is no other single source that has the content and the experts you are looking for. At the FranklinCovey Speakers Bureau you can book the leading expert in Executing Goals, The author of The Speed of Trust, and many others.

Books

FranklinCovey’s Chief People Officer, Todd Davis explains that an organization’s greatest asset isn’t only its people; rather, it’s the relationships between its people that is the greatest predictor of personal and professional effectiveness.

One of the most inspiring and impactful books ever written, The 7 Habits of Highly Effective People has captivated readers for 25 years. It has transformed the lives of presidents and CEO's, educators and parents - in short, millions of people of all ages and occupations.

With nearly 750,000 copies in print, this instant classic shows that establishing trust is “the one thing that changes everything” (Marcus Buckingham, coauthor of Now, Discover Your Strengths ) in both business and life.

Benefit immediately from FranklinCovey’s years of experience and research in the time management field. Master your decision, attention and energy management through five fundamental choices. Increase your ability to achieve what matters most to you.

Winning Customer Loyalty: The 7 Habits of Outstanding Customer Service

Customer Loyalty

Empower your most critical customer service people.

THE CHALLENGE

Customers demand in-the-moment solutions—are your team members empowered to make them?

It’s challenging to provide excellent customer service consistently at one location or on one team, let alone across your entire organization. Teaching people what to do is not enough. You must establish a foundation of empowerment so each person is able to make in-the-moment choices to delight customers, grow loyalty, and build your business.

"One customer well taken care "of" could be more valuable than $10,000 worth of advertising."

--Jim Rohn

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The Solution

Inspire frontline leaders to serve customers in ways that will delight them.

We focus on the critical paradigm shifts needed to build a sustainable customer-centric culture. These new paradigms enable employees to see themselves and their customers in a totally new way.

“The only way to earn customer loyalty is when your employees are inspired to make your customers happy. Only through an engaged and caring staff can you hope to turn customers into Promoters.”

--Fred Reichheld

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THE OUTCOME

Succeed with a customer-first culture.

Most customer service training focuses on skills—what to say and do. At FranklinCovey, we take an inside-out approach and focus on your beliefs and paradigms—who you are— to create a culture where every person puts customers first

This training is based on foundational books by two powerful leaders in personal effectiveness and customer loyalty: Stephen R. Covey, author of The 7 Habits of Highly Effective People which sold 25 million copies and Fred Reichheld, author of bestselling book The Ultimate Question 2.0, Bain Fellow and creator of NPS.

Unlike other customer-service training courses, Leading Customer Loyalty transforms frontline managers from the inside out, and teaches them how to model, teach, and reinforce three principles (empathy, responsibility, and generosity) and six critical practices needed for earning loyalty.

FranklinCovey begins by insuring you have an accurate and reliable measurement of the customer service provided across your organization. We typically use a high co-op rate phone survey to capture a representative sample of all customer attitudes combined with email surveys to give every customer a voice.

The FranklinCovey ELE helps organizations measure and improve employee loyalty and engagement towards their most important goals. The process begins with a brief Web survey for employees followed by bottom-up action planning to drive organizational change.